What are the responsibilities and job description for the Director of Family Support Services position at LOPA?
Job Title: Director of Family Support Services
Department: Family Support Services
Reports to: Chief Operating Officer
Exemption: Exempt
Date Revised: 11/1/2024
Position Summary
The Director of Family Services is responsible for managing organ authorization and overseeing donor family support services. This role involves planning, developing, implementing, and evaluating family services strategies and performance indicators to enhance donor authorization and provide excellent family support. The Director serves as a donation authorization expert, maintaining the skills necessary to participate in the authorization process as needed.
Essential Functions
- Drives growth and success in Family Services , focusing on monitoring departmental data and authorization trends for improvement opportunities.
- Guides Family Services staff towards achieving organizational goals, including training, coaching, and counseling.
- Participates in recruitment, employee selection, scheduling, performance appraisal, and recognition actions according to policies.
- Monitors the Family Services annual budget and seeks opportunities to enhance donor family events while managing costs.
- Collaborates with Donation Services and Organ Procurement leadership to provide ongoing staff training for compliance with policies.
- Maintains knowledge of regulatory standards through participation in relevant organizations.
- Builds and maintains professional relationships with leadership, staff, and external partners.
- Participates in research studies to enhance the donation process.
- Identifies and addresses process improvement opportunities based on data monitoring.
- Ensures data accuracy regarding authorization rates and coordinator performance.
- Acts as a member of strategic committees and oversees necessary updates to Family Services SOPs and forms.
Job Role Expectations
- Works closely with department manager in setting department goals, managing department and employee performance and overseeing process improvement and strategic initiatives
- Maintains and approves time cards of direct reports
- Takes active role in quality compliance and process improvement
- Works in conjunction with department manager and Quality department to address quality concerns and areas for improvement
- Participates in and supports QAPI activities and adherence to policies.
- Utilizes available data to assess overall performance of department
- Leads department through process improvement efforts
- Resolves occurrence reports
- Participates in Governing Board and Advisory Board meetings, as requested
- Conducts regular department meetings
- Keeps direct supervisor updated on issues/challenges within department through reporting or monthly meetings
- Participates in assigned leadership meetings/training
- Creates and fosters positive professional relationships for enhanced collaboration with internal and external customers, partners and stakeholders
Organizational Expectations
- Upholds LOPA core values of selfless, authentic and passionate
- Serves as a role model for all employee and leadership written expectations
- Timely completion of all required educational training, tasks and SOP reviews by assigned due date
Supervisory or Advanced Responsibilities
Supervision of direct reports per Org Chart.
Role Progression
This role may be eligible for progression to an Executive position if one is made available. Promotion to Executive will be at the discretion of the Executive team.
Work Environment
- Possible exposure to communicable diseases, bloodborne pathogens, airborne illnesses, hazardous materials, pharmacological agents with little likelihood of harm if established health precautions are followed.
- May, at times, have exposure to blood, packaged organs and tissues for transplant and/or research in a hospital setting or while in the office.
- Possible mental and visual fatigue associated with detailed work.
- This position requires travel, as needed.
- List other factors that will affect working conditions while performing the job including travel and call expectations. See job aid for more details.
Physical Demands
- May require extended periods of sitting
- Requires driving when travel is needed
- List other physical expectations of the job including bending, sitting, standing, lifting, pushing/pulling and driving. See job aid for more details.
Work Hours
Full time, salaried position. Typical work hours are Monday-Friday 8:30am to 5:00pm with flex time available at the discretion of the direct supervisor.
Include any call days that are required (AOC, RTL, T-AOC, etc)
Education and Experience
- Bachelor’s degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
- List minimal requirements
- List preferred education/experience
- List eligibility qualifications (certifications, job related equipment experience)
Knowledge, Skills & Abilities
- Ability to effectively manage people and processes.
- Ability to read, write, and comprehend instructions, with advanced skills in email and word processing.
- Working knowledge of Microsoft Office and Google Suite software.
- Ability to effectively present information in one-on-one and small group situations.
- Excellent verbal and written communication and interpersonal skills, an ability to listen to and balance, negotiate and work with a variety of internal and external stakeholders.
- Ability to think critically to solve problems.
- Highly organized, detail-oriented, reliable and flexible; thrives in a fast-paced environment; a driving force who manages toward clarity, finds solutions and is able to think strategically about the organization.
- Strong analytic capabilities with the ability to translate insights into strategies and plans that align with organizational goals and objectives.
- Skilled in establishing and maintaining relationships with internal and external contacts
- A team player with a flexible, collaborative and creative approach who can lead along the LOPA team.
- Ability to see the organizational goals as they relate to the “big picture.”
- Ability to maintain confidentiality